Insurance Offices
An insurance file should evidence what the customer asked for, what was proposed, and which policy or disclosure version the customer received.
Legislation
Before conclusion, the distributor identifies the customer's demands and needs and provides comprehensible product information. The proposal, disclosures, and IPID version form part of the evidence trail for the sale.
When pre-contract information is delivered electronically, it must remain accessible for as long as the customer may reasonably need it. Backup should preserve the document and its version, not only a link to a third-party portal.
For products within Delegated Regulation (EU) 2017/2359, Article 19 requires records of suitability or appropriateness assessments, customer information, and agreed documents for at least the duration of the customer relationship.
Medical evidence, loss-adjuster reports, financial data, and identity documents do not all carry the same sensitivity. They require restricted access and a documented ability to restore availability in a timely manner.
Recovery design
An insurance office needs a coherent recovery of its sales and service history, not a disconnected collection of files.
The demands-and-needs record, proposal, IPID, terms, endorsements, and delivery evidence should remain linked to the same customer and correct product version.
Notifications, photographs, adjuster reports, medical evidence, and correspondence need tighter access controls and recovery priority for active claims.
Access to a provider portal is not a substitute for the office's own evidence file. Agreed exports and transaction receipts must be explicitly included in backup scope.
The applicable retention period depends on the product, customer relationship, any claim or dispute, and the office's professional or legal assessment. One blanket period is not stated for every record.
Practical answers
The file should show which need the office recorded, what it recommended, and which disclosure or policy version the customer received. Keeping only the latest file can remove the sequence that explains what applied at the time of the transaction.
They should be restored into a controlled folder with permissions at least as strict as the original environment. Medical evidence, adjuster reports, and identity documents should not be restored to a general shared area simply for convenience.
A third-party portal is a useful source, but it is not by itself a continuity plan for the office. The office does not control access, availability periods, or retained versions, and local needs records, correspondence, and claims files may not be present there.
The Fix
Sources
Related professions
Each profession has a different working file, access model, and recovery order.
Contact
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